Upgrade Pharmacy 303 West Lake Street, Addison, IL 60101

"When a prescription was made by my hospital with this pharmacy, I was told to call them to setup delivery and payment. I called and specifically told them to call me when it comes time to set up a refill. However, apparently I was marked for automatic refill in their system unbeknownst to me. Of course one can imagine my surprise when I saw a month later I was charged for another refill. When I called to explain this is not what I requested, the first woman I spoke to informed me that that's what they had marked in their system under my account. I reiterated to her I did not make that request. She apologized for the "misunderstanding" and said that they would remove me from their automatic refill list. When pressed if that meant I would still get charged for the medicine that was sent without my authorization, she said yes. I kindly told her that the misunderstanding was on their part and that furthermore in a case like this they should have some documentation to prove that the misunderstanding was the customer's part and not there's. She told me to hold on and a gentleman came on the line reiterating what she had said about me agreeing to be put into automatic refill. So I reiterated to him from a customer service standpoint, that is not really helpful of resolving the issue. Though instead of continuing to argue over the matter, since they clearly were not going to refund me, I suggested to him in the future they might want to document such exchanges in the form of a letter or email to their customer. This was met with a rather curt "No we aren't going to be changing our procedures or how we do things, since we rarely get calls like this" and it was given in a very rude tone. I told him sarcastically I'm glad that this is how they view giving good customer service and promptly hung up before I said something else. Needless to say, this is the last time I will ever be using this pharmacy."

"This pharmacy is great!!! I have never had a place that delivers so fast and offer such friendly and courteous service. I had a few issues with my doctor's office and my medication being sent over to them, the girl there (I wish I could remember her name) took time out of her day to keep in contact with the Doctor's off ice and my insurance company to get things correct and prescription filled. Kudos to Upgrade!!!!"

"I am so thankful to the staff member who assisted me today over the phone for a medication for arthritis that I so badly needed. The service was friendly and fast and the pharmacy is going to ship it so that I get it tomorrow -- a literal lifesaver!! --An appreciative customer and one who will return too.--"

"Nice to to get personal service from an independently-owned pharmacy. I phoned recently and reached a real person who called up my account and initiated a refill in under a minute. No need to navigate a phone tree or key in prescription numbers. On two separate occasions they have looked up coupons that lowered a prescription cost by $50 for medication that didn't have a generic equivalent."

"They're usually good in filling my prescriptions. Their have been a couple instances where their was a mistake in doctors office and they were very fast in calling me and gave me enough time to get situation fixed. Their had also been cases where they have messed up and was good about fixing it."